Soft Services Manager

JLL

East Syracuse, NY


JLL empowers you to shape a brighter way.

Our people at JLL and JLL Technologies are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.

What this job involves: The Soft Services Manager (SSM), will have a primary focus on prime customer experience and managing vendor services. SSM will manage and maintain overall site service, performance, processes, and quality standards for soft services. The SSM will strive towards innovation of services offered, assist with lowering cost of delivery, and works with suppliers to integrate the service into operations while dramatically enhancing the customer experience. The SSM will own the effective participation in quality assurance programs, drive towards a higher level of service, meet or exceed scoring metrics as stipulated in both Client and Vendor contracts, and manage/track customer relationships. The ideal candidate in this position will come from a background with pharmaceutical, service provider or property care for multi-buildings maintenance.

What your day-to-day will look like:

  • Ensure client satisfaction with clients at all levels in the organization; demonstrate leadership, responsiveness and creativity.
  • Ownership of KPI’s & metrics manage performance and governance process for daily management operations. Including development and administration of data gathering, vendor audit performance tracking, establishing action plans and immediate execution, present into monthly Facilitates Site Governance all Soft Services programs results and strategy for flawless vendor execution.
  • Soft Services are provided by managing contractors and suppliers per scope of work including but not limited to cleaning/custodial & the procurement of supplies, security, lab equipment & Office moves, garments & uniforms, solid waste & recycling, landscaping, break room equipment, food services audits, and shipping & receiving logistics and mailing.
  • Ensure recurrent services vendor execute per contracts.
  • Supervisory role involves contract performance management, people’s management, decision-making, root cause analysis, inspections and audit readiness, communication, management of planning/scheduling and assignment, drive overall improvement of productivity.
  • Meet with all standard operating procedures, codes and regulations.
  • Ensure areas and processes are in optimum conditions for audit readiness and compliance.
  • Co-lead Business Continuity Plans maintenance and execution.
  • Execute daily building inspections, and monthly job-walks with vendors to ensure contracted scope is met.
  • Must be available 24/7 to respond to building emergencies or to respond to work being performed by contractors after hours.
  • Perform additional job duties as requested.
  • Ensure Safety First is executed at workplace and culture.
  • Develop a culture of continuous improvement. Lead investigations.
  • Provide coaching, leadership, guidance to employees.
  • Work together, lead by example, be a team player and collaborate with facilities managers, managers, supervisors, chief engineers and co-workers. Meet with all HR Employee Performance management steps including performance review and change management.
  • Oversee the development and management of cost expense for all labor, supplies and contracted services to meet or exceed budgeted targets.
  • Work in cooperation with Finance and the field to ensure that financial transactions are processed in an orderly and timely fashion-goal to ensure invoice amounts are correct and paid on time.
  • Deliver via implementing procurement plan, improved labor efficiency and increase abilities to self-perform.
  • Support Life Cycle Asset Management Program.
  • Work closely with the client to develop and implement innovative programs, processes and producers that reduce short and long team operating cost efficiencies and increased productivity.


Work Schedule for Job Posting: Dayshift, Monday - Friday

Desired or preferred experience and technical skills:

  • Bachelor’s degree
  • 2 years in a supervisory role.
  • Experience in the use of Computerized Maintenance Management Systems

Required Skills and Experience:

  • Must have strong background in people management and supplier contract management.
  • Excellent inter-personal skills, organization skills, and strong analytical ability.
  • Excellent communication skills – oral and written.
  • Excellent PC skills: proficiency in all MS applications.

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Estimated total compensation range for this position is:

84,000.00 – 100,000.00 USD per year

The pay range listed is a total compensation range including bonus, if applicable. The provided range is an estimate and not guaranteed. An employment offer is based on applicant’s education, experience, skills, abilities, geographic location, internal equity and alignment with market data.

Location:

On-site –East Syracuse, NY

Job Tags:

Audit Performance, Audit Performance, Audit Readiness, Building Services, Client Satisfaction, CMMS Systems, Coaching, Communication, Computerized Maintenance Management Systems (CMMS), Computer Literacy, Contract Management, Contract Performance, Contract Performance Management, Contracts, Cost Efficiency, Customer Experience (CX), Customer Relationships, Empathy, Employee Performance Evaluations, Ethics, Expenses, Finance, Human Resources (HR), Increased Productivity, Interpersonal Communication {+ 24 more}

If this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements. We’re interested in getting to know you and what you bring to the table!


Personalized benefits that support personal well-being and growth:

JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health. Some of these benefits may include:

  • 401(k) plan with matching company contributions

  • Comprehensive Medical, Dental & Vision Care

  • Paid parental leave at 100% of salary

  • Paid Time Off and Company Holidays

  • Flexible and Remote Work Arrangements may be available

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For candidates in the United States, please see a full copy of our Equal Employment Opportunity and Affirmative Action policy here.

This position may require you to be fully vaccinated against COVID-19. If required, you’ll be asked to provide proof that you’re fully vaccinated upon your start date. You’re considered fully vaccinated two weeks after you receive the second dose of a two-dose vaccine series (e.g., Pfizer or Moderna) or two weeks after a single-dose vaccine (e.g., Johnson & Johnson/Janssen). Failure to provide proof of vaccination may result in termination.

Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process – you may contact us at Accommodation Requests. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.

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Pursuant to Columbia, SC ordinance, this position is subject to a background check for any convictions directly related to its duties and responsibilities. Only job-related convictions will be considered and will not automatically disqualify the candidate.

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Pursuant to the Los Angeles Fair Chance Initiative for Hiring Ordinance, JLL will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Accepting applications on an ongoing basis until candidate identified.

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